Product Support Engineer III

Location: San Diego, California US


This position is no longer open.

Requisition Number: 205034

Position Title: Product Support Engineer III

External Description:

Product Support Engineer III
Team: Platform: OS/PDE/TVS/Kubernetes
Location: San Diego

What You’ll Do

Teradata Product Support Engineers are key members of an expert team of support analysts, focused on delivering a myriad of deep-level technical support related assignments to both internal and external audiences. The successful candidate will have a deep understanding of the Teradata database and its associated tools and platforms along with the ability to clearly articulate support decisions and findings. The ideal candidate is a highly motivated, creative, support analyst who is ready to contribute to Teradata's success.

Key Responsibilities

  • Full ownership of customer incidents
    • Discuss with customer and site team to fully understand the issue being reported, and the Who, What and When
    • Actively engage in investigations and analysis
    • Drive discussions with team members, other Product support teams and Engineering
    • Coordinate/drive proper escalations, where needed, for unresolved issues while staying actively engaged
    • Recreate problems to identify root cause analysis
    • Lead discussions with internal and external customers to deliver technical analysis and solutions for Teradata product issues
  • Develop in-depth knowledge of Teradata products
  • Interact with Engineering and peers to isolate product defects
  • Adhere to Teradata Incident Management Process
  • Identify and implement process, product and tool improvement
  • Treat every customer professionally and with respect; ensure positive customer experience and satisfaction
  • Coordinate proper escalations, where needed, for unresolved issues
  • Gain and maintain current knowledge of Teradata Customer Services Policies, Procedures, and Service offerings
  • Create knowledge on new learnings
  • Technical mentoring of team members
  • 24x7x365 support environment/experience and willingness to work on-call rotation, weekends and after hours. High reliability and availability even when not on-call

Basic Qualifications        

  • Experience with LINUX and/or other OS environments
  • Work effectively in a geographically dispersed support team environment
  • Technical leadership skills
  • Demonstrated problem-solving skills and analytical abilities
  • Kubernetes, dockers, containers knowledge
  • Ability to quickly assimilate technical knowledge
  • Ability to work effectively both independently and in a team environment
  • Strong time management skills and multi-tasking abilities
  • Excellent oral and written communication skills
  • Ability to effectively share technical knowledge
  • Experience using a problem ticketing system
  • Bachelor’s Degree in Computer Science or a related technical discipline 5+ years of experience

Specific Skills You’ll Need for this Role

  • Experience supporting customers using complex configurations/products
  • Knowledge of Teradata Database
  • Ability to learn multiple new product areas associated with Teradata
  • Knowledge of TCP/IP protocol, network architecture and network troubleshooting
  • Proven knowledge of Linux operating systems
  • Solid knowledge of problem recreation techniques on Linux operating systems and for Parallel Database Extensions
  • Solid personal management skills to intelligently prioritize workload on multiple problems simultaneously
  • Strong understanding of Parallel Database Extensions as used with the Teradata Database Systems
  • Support function for complex configurations/products
  • Able to prioritize workload while working on multiple problems simultaneously

Benefits You’ll Enjoy

  • Our total compensation approach includes a competitive base salary, 401(k), strong work/family programs, and medical, dental and disability coverage
  • Teradata is an Equal Opportunity/Affirmative Action Employer and commits to hiring returning veterans

CountryEEOText_Description: Teradata invites all identities and backgrounds in the workplace. We work with deliberation and intent to ensure we are cultivating collaboration and inclusivity across our global organization. ​ We are proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, color, ancestry, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related conditions), national origin, sexual orientation, age, citizenship, marital status, disability, medical condition, genetic information, gender identity or expression, military and veteran status, or any other legally protected status.

City: San Diego

State: California

Community / Marketing Title: Product Support Engineer III

Job Category: Customer Support

Company Profile:

With all the investments made in analytics, it’s time to stop buying into partial solutions that overpromise and underdeliver. It’s time to invest in answers. Only Teradata leverages all of the data, all of the time, so that customers can analyze anything, deploy anywhere, and deliver analytics that matter most to them. And we do it at scale, on-premises, in the Cloud, or anywhere in between.

We call this Pervasive Data Intelligence. It’s the answer to the complexity, cost, and inadequacy of today’s analytics. And it's the way Teradata transforms how businesses work and people live through the power of data throughout the world. Join us and help create the era of Pervasive Data Intelligence.

Location_formattedLocationLong: San Diego, California US


© 2018, Teradata. All rights reserved. | Privacy | Terms of Use | Fraud Alert | Tracking Consent | Teradata is an Equal Opportunity Employer |